Refund Policy

Last updated: January 1, 2026 · Applies to all NovaOTT subscriptions sold at https://novaott.ca

At NovaOTT we want you satisfied with your subscription. This policy sets out the circumstances in which a refund or credit is available, how to claim one, and where the exceptions lie.

1. General policy — no refunds after activation

All subscription purchases are final once an account has been activated. Because the Service delivers immediate access to digital streaming content on payment, we cannot offer refunds after credentials have been issued. This is consistent with standard practice for digital subscription services and with consumer protection law in Canada.

This is precisely why our introductory 1-month plan at CA$10.99 exists — evaluate the Service at minimal cost before committing to a longer term.

2. Eligible exceptions

2.1 Extended service outage

If NovaOTT experiences a verified outage affecting your account for more than 72 consecutive hours, you may claim a pro-rata credit applied to your next billing period, reflecting the proportion of your term during which the Service was unavailable.

• The outage must be confirmed on our side and attributable to NovaOTT infrastructure.
• Outages caused by your internet provider, your device, or third-party software including IBO Player are not eligible.
• Credit requests must be submitted within 14 days of the outage being resolved.

2.2 Duplicate charge

If you were charged more than once for the same plan because of a technical error, you are entitled to a full refund of the duplicate charge.

• Proof of the duplicate charge — a bank or payment processor statement — may be requested.
• Duplicate-charge refunds are processed within 5 to 10 business days.

3. Situations that are not eligible

• You changed your mind after purchasing.
• You ordered the wrong plan length.
• You had problems with your own internet connection, router or device.
• Your hardware or software is not supported by NovaOTT.
• Your account was suspended or terminated for breaching our terms of service.
• You forgot about the subscription or did not use it during the term.
• Channel availability changed during your subscription because of an upstream provider.

4. How to request a refund

1. Email [email protected] with the subject line Refund Request — [your account email].
2. Include the full name on the account, the email address used to register, the date of purchase, a description of the issue (outage detail or duplicate-charge evidence) and the payment reference where available.
3. Submit within 7 days of the qualifying event.
4. Our team reviews the request and responds within 3 business days.

5. The introductory plan

NovaOTT offers a discounted introductory 1-month plan so you can evaluate the Service at minimal cost before committing to a longer subscription. We encourage every new subscriber to start there. Order it through the checkout page or by writing to [email protected].

6. Refund processing

• Approved refunds return to the original payment method.
• Processing takes 5 to 10 business days after approval, depending on your bank.
• NovaOTT is not responsible for delays introduced by financial institutions.

7. Chargebacks

Please contact [email protected] before initiating a chargeback with your bank or payment provider. Unauthorised chargebacks result in immediate account suspension and may be disputed. Where a chargeback is found to be fraudulent or in breach of these terms, NovaOTT reserves the right to pursue recovery through appropriate legal channels.

8. Changes to this policy

We may modify this policy at any time. Changes are published at https://novaott.ca/refund.html with a revised "last updated" date. Continued use of the Service after a change constitutes acceptance.

9. Contact

Email: [email protected]
Website: https://novaott.ca
Postal: NovaOTT Media, 1809 Barrington Street, Suite 1102, Halifax, Nova Scotia B3J 3K8, Canada

Our support desk aims to respond to every enquiry within 24 hours.